Legal
Refund & Cancellation Policy
How cancellations, refunds and reversals work on LIVE WELL SALONE.
Scope
This policy covers product orders from approved sellers and bookings for services, stays, transport, delivery, education, wellness and vehicle rentals.
How to ask for a refund
Raise a refund request through your order or booking, or open a support case. Every request is recorded with a reference so you can follow it.
Review
A refund request is reviewed by authorised staff against the order or booking record and the payment verification record. A decision is recorded with the reason.
Timeframes and conditions
Return windows, cancellation notice periods, restocking conditions and any cancellation penalty are management decisions. Where a value has not been configured in the platform, no such charge applies and none should be quoted to a customer.
Refund method
An approved refund is returned through the same channel the payment was received, using the recorded provider transaction reference. Refunds are executed manually by authorised staff while automated money movement remains switched off.
Nothing is deleted
The platform's financial records are append-only. A refund never edits or removes the original payment, receipt, ledger entry or order history. It creates new, linked reversal records that point back to the original.
Effect on PV/SP and compensation
Where a refunded transaction generated qualifying volume (PV/SP) or a compensation record, that volume and any related reward are reversed through the linked reversal mechanism. The original entries remain visible in your history alongside the reversal.
Partial refunds
Where only part of an order is refunded, only the corresponding volume and amounts are reversed. The remainder of the order is unaffected.
Services already delivered
Where a service, stay, trip or course session has already been delivered, a refund is assessed against the provider's published cancellation terms and the record of what was delivered.
Seller and provider responsibility
Sellers and providers must honour confirmed orders and bookings or cancel promptly with a reason recorded, so the customer can be informed and refunded where due.
Disputes
If you disagree with a decision, reply on your support case. Unresolved disputes are escalated to finance and management review.
Fraud and abuse
Repeated false refund claims, duplicate claims or fabricated payment references are treated as fraud and may lead to suspension.